Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
CustomerServiceRepresentative

Reynar Duru

Manitoba,Canada

Summary

Detail-oriented and experienced Customer Service Representative with years of expertise in delivering exceptional customer support in virtual environments. Proficient in utilizing remote communication tools, managing customer inquiries, and ensuring satisfaction in a home-based setting. Eager to contribute superior service and organizational growth in a remote customer service role.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Service Representative

InTouch
12.2022 - 01.2025
  • Maintained composure in high-pressure situations to uphold the company's reputation and ensure swift resolution of conflict.
  • Resolved customer complaints with empathy and strategic problem-solving, leading to a 25% increase in customer loyalty and repeat business.
  • Effectively handled escalated calls, achieving resolution targets while protecting company interests and enhancing customer satisfaction.
  • Delivered timely and accurate responses to product and service inquiries, supporting customer acquisition and retention goals.
  • Strengthened customer relationships through active listening and personalized service, contributing to improved Net Promoter Scores (NPS).
  • Partnered with colleagues to streamline workflows and establish service delivery standards, boosting team efficiency and consistency.
  • Improved online conversion rates by guiding customers through digital platforms and simplifying the purchasing process.
  • Ensured customer issues were tracked and resolved with accuracy, supporting data-driven decision-making and follow-up strategies.
  • Leveraged product expertise to recommend solutions aligned with customer needs, directly contributing to upselling and cross-selling goals.

Virtual Support Specialist

TTEC
01.2022 - 08.2023
  • Delivering high-quality remote customer support services through various channels, such as email, live chat, and phone, ensuring a seamless and positive customer experience.
  • Assisted customers with product inquiries, technical issues, and troubleshooting, utilizing remote access tools when necessary to resolve complex problems.
  • Collaborate with cross-functional teams to address customer concerns, escalate issues appropriately, and provide timely resolutions.
  • Utilize virtual support platforms and ticketing systems to manage and document customer interactions, ensuring accurate and up-to-date records.
  • Proactively identify and address potential customer concerns, offering proactive solutions and preventive measures.
  • Work independently in a virtual environment, demonstrating strong self-motivation, time management, and organizational skills.
  • Stay updated on product knowledge, industry trends, and virtual support best practices through regular training and self-directed learning.

WAREHOUSE JNR WORKER

01.2019 - 09.2020
  • Perform inventory controls and keep quality standards high for audits
  • Keep a clean and safe working environment and optimise space utilisation
  • Complete diary logs into inventory
  • Report any discrepancies
  • Communicate and cooperate with supervisors and coworkers
  • Operate and maintain preventive warehouse vehicles and equipment
  • Follow quality service standards and comply with procedures, rules, and regulations

Front Desk Receptionist

Alaudo Hotel
08.2017 - 04.2018
  • Greeted guests at front desk, ensuring pleasant interactions during check-in process.
  • Maintained an organized and clean front office, fostering a professional environment for visitors.
  • Scheduled and confirmed appointments and meetings, optimizing time management for staff.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for resolution.
  • Delivered outstanding first impressions by warmly welcoming visitors upon arrival.
  • Provided efficient front desk services, enhancing customer satisfaction and experience.

Education

No Degree - Hospitality Administration and Management

07.2023

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University of Manitoba
Winnipeg, MB

BBA - Psychology

Louis Rei Institute of Art and Technology
Winnipeg, MB
07.2022

Skills

  • Active Listening - Understanding customer needs and concerns to provide personalized support
  • Conflict Resolution - De-escalating issues and finding win-win solutions
  • Empathy & Patience - Supporting customers with compassion, especially in difficult or emotional situations
  • Verbal & Written Communication - Clearly conveying information via phone, email, or chat
  • Adaptability - Adjusting quickly to changing policies, technologies, or customer expectations
  • Problem-Solving - Thinking on your feet to find creative and effective solutions
  • Time Management - Handling multiple customer needs and follow-ups efficiently
  • CRM Software (eg, Salesforce, Zendesk, HubSpot) - Managing customer records and interactions

Languages

English
Full Professional

Certification

CERTIFICATION: Hospitality Administration and Management

Timeline

Customer Service Representative

InTouch
12.2022 - 01.2025

Virtual Support Specialist

TTEC
01.2022 - 08.2023

WAREHOUSE JNR WORKER

01.2019 - 09.2020

Front Desk Receptionist

Alaudo Hotel
08.2017 - 04.2018

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University of Manitoba

BBA - Psychology

Louis Rei Institute of Art and Technology

No Degree - Hospitality Administration and Management

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Reynar Duru